Trainer

About the Job:

As a Trainer, you will report to and work closely with the Training Manager, supporting the specific project requirements.

In this role, you will help deliver standard and specialized training and technical instruction in designated areas of the project. A critical aspect of this position is ensuring that all training content and delivery methods are in full compliance with the client specific project requirements.

Key Responsibilities: 

• Responsible for facilitating training; identifying root cause of performance health of new hire on-boarding; refresher training; and cross-training.
• All new hire or internally promoted trainers will be expected to go through the Trainer Certification process and pass all required knowledge assessments
• Maintain an average score of 95% quality score of cases actioned over rolling 6-month period dependent of the workflows that each specific trainer has been certified 
• Achieve a quarterly average score of 90% on Trainer Observation Checklist performed by Training Manager
• Achieve a quarterly average score of 90% favorability on Agent survey for nesting, floor, and training (if applicable)
• Participate in continued education efforts (i.e. refresher training, policy update content review, etc.)
• Attend and participate in all T3s (train-the-trainer) sessions for updated and new materials. Depending on the session, methods for completing T3 may include, but not limited to: (1) taking the course as a learner, and (2) co-delivering the course with a tenured instructor and pass a Training QA on the material; (1) preparing pre-read materials, and (2) attending a virtual coaching session
• Planning, design and delivery of Training sessions, including Ad-hoc Training, for both new and existing team members
• Monitor and review the progress of trainees through questionnaires and discussions with managers and ensure corrective action when needed
• Communicate with diverse audiences (e.g., employees, management, other sites, etc.) to provide information and clarification regarding training programs, actions, policies, procedures and best practices
• Ability to flag any discrepancies in the material to the relevant stakeholders.
• Ensure that training solutions are designed in a logical, structured and clear manner, reflective of learning objectives and suited to a variety of learning styles
• Manage participation during training delivery to ensure maximum contribution - test for understanding, observe behavior and alter delivery method if necessary
• Supports stakeholders through performance consulting to qualify development and training requests
• Maintain enablement content materials providing feedback to curriculum design team to ensure content is up-to-date and relevant
• Collaborate with Business Partners to ensure training content is updated and aligned with policy launches, UI updates
• Analyze training needs and develop strategies to improve courses and training documentation
• Conducts analysis to identify needs and recommends appropriate solutions that distinguish between training, communication, and coaching and development opportunities
• Provide end of class feedback to reduce errors and improve processes
• Ongoing evaluation of certification processes/procedures/ enablement content; improve training effectiveness by participating in the development of new approaches, techniques, and materials.
• Contributes to team and project success with a strong commitment to achieving goals and driving positive outcomes

Minimum Qualifications:

• Obtain pass score on language proficiency assessment.
• Bachelor’s degree from a recognised institution.
• 2 - 3 years of experience in a training role in a technical support or client care operation
• Good knowledge of Quality/Process Improvement techniques

Preferred Qualifications:

• High level of energy, drive, enthusiasm, initiative and commitment
• Excellent communication, consulting, influencing and interpersonal skills
• Proven track record of collaborating with cross-functional groups to produce results
• Passion for ensuring a world class support experience for our community
• Demonstrated ability to perform well in a rapidly changing environment and across multiple sites/teams